Case Studies

The client wanted to evaluate and benchmark the functionality & efficiency of its Customer care helpdesk with major competitors - Amazon & Flipkart. The objective was to measure customers satisfaction on Self Help Experience, IVR & Customer Care Executive service across various stages of order lifecycle.

The study had to be performed monthly (over a span of a quarter):

450 orders per quarter (150 orders per month)

3 marketplaces – Snapdeal, Amazon & Flipkart

3 categories – Apparel, Home Décor & Electronics

14 cities entailing Metros & Tier 1

Approach:

Similar products were to be ordered across auditors to have a more effective process benchmarking across all players

Coordinating with large no. of auditors for process tracking as well as reporting

An appropriate audit to auditor ratio was maintained to avoid auditor fatigue

Each auditor conducted audits across all 3 marketplaces & across all stages of the order lifecycle (Pre-order, Order Placed but not delivered & Post Order Delivery)

Adequate systems were established to enable real-time data collection, quality check and reporting

Outcome:

A monthly dashboard was shared with the client very month to enable tracking any changes in functionality. Based on the research insights, the client evaluated its processes vis-à-vis other players in terms of: